Restricted service as an act of goodwill

A two month wait for broadband after three missed dates and bills being doubled up as a result of new Plusnet accounting software. Hey, a goodwill gesture of no payment for the first month - however we won’t stop the emails coming through saying you’re missed a payment, despite a ‘ticket’ on our system confirming the goodwill and we will restrict your service after the first month because you have missed a payment.

However, don’t worry as we will keep you waiting on the phone for over 40 minutes and inconvenience you more as punishment for telling us about our shameful service!

Re: Restricted service as an act of goodwill

I have also had a similar issue to this. Due to a failed direct debit in August I went on line to pay my outstanding bill of £52.41 and it was taken out of my account twice. When I reported this I was told that I would be refunded within ten days, I am still awaiting this payment now 5 weeks later. Because I had not received my credit I thought this credit may go towards my September bill of £50.23 and have the remaining funds of £2.18 paid back to me. But I have had numerous emails chasing payment and now my service has been restricted with an additional charge of £10 on the bill. I have tried to contact on webchat and raised two tickets with no success. I have been with Plusnet for over 10 years and this is the first time I have had issues like this.

Re: Restricted service as an act of goodwill

Hi @Rich5 sorry to hear that you have had this experience and I appreciate the patience you have shown in waiting for this matter to be resolved as you were advised. I have updated you further via a ticket on your account here

If you have any further questions please do not hesitate to get back to me.

Re: Restricted service as an act of goodwill

I've arranged for our billing team to refund you £52.41 which we'd likely need to send via cheque but we'll issue it as soon as we can. I've also applied a credit to your account to cover the late payments fees we've added on, because of this issue.

I hope this helps and sorry for the issues you've had and inconvenience caused.

Re: Restricted service as an act of goodwill

This is getting beyond a joke now... I have still had two months worth of charges taken from my bank account today, the bill for this month and also the £52.41 that I was told was being credited to my account. This has been going on since August and I still have a restricted service and cannot use my house phone. I have been with PlusNet for well over ten years and this is the worse service I have experienced from yourselves. Please could you issue me a refund immediately so I can seek a more efficient supplier for my phone and Broadband and give me details of your complaints department?

Re: Restricted service as an act of goodwill

PlusNet billing department must be totally overwhelmed with the new billing system fiasco. They seem to be getting nowhere with sorting errors, just making them worse. There is a "complaints code of practice" link at the bottom of each page of the forum. Bet they are getting a lot at the moment.